Abstract
Background: The 21st century has brought technological advancements in the form of the Fourth Industrial Revolution. The need to adopt cloud computing to manage records and information access at the ombudsman institutions in the public sector has become necessary towards benefiting the citizens and the public servants. Shifting to cloud is gaining momentum because of the great advantages expected to move institutions from traditional computing practices to cloud computing schemes. Cloud computing services such file storage and big data analytics offer cost-effective, secure, flexible and sustainable services to their users.
Aim: This study aimed to investigate the progress made by the selected ombudsman institutions on cloud adoption to manage records and information in South Africa.
Setting: The study focused on the Military Ombudsman and the Independent Police Investigative Directorate (IPID) in South Africa.
Methods: To gather data that were supported by empirical evidence, this study used a scoping literature review, reviewing literature from 2018 up until 2024.
Results: The study established that cloud computing is an alternative for the organisations that seek to promote access to records and information as well as encourage remote working.
Conclusion: The study concludes the necessity to develop the information technology (IT) infrastructure that complements cloud adoption in the public sector to promote access to records and information.
Contribution: The significance of this study highlights the need for the government to expedite transformation towards the full implementation of emerging technologies so that the citizens can easily interact with the government institutions.
Keywords: cloud; ombuds; military ombuds; IPID; digital divide; South Africa.
Introduction
The emergence of cloud computing demonstrates an innovative information technology (IT) that promotes sharing and using external software resources regardless of the location and time of the consumers. Cloud computing has eroded the physical data centre, which was once a requirement and pride in the IT department within private and public organisations (Amron, Ibrahim & Chuprat 2017). Twala and Kekwaletswe (2020) elucidate that data centres came with the mounting costs in keeping hardware and software. The introduction of cloud has demonstrated the capability to liberate records or information from physical storage to a pervasive environment where consumers connected to the internet can gain access regardless of geographical location or time (Marwala 2021). Abd Al Ghaffar (2024) points out that shifting to cloud is gaining momentum because of the great advantages expected to move institutions from traditional computing practice to the cloud computing schemes. Furthermore, Zaharia-Rădulescu and Radu (2017) suggest that cloud computing enables the public and private organisations to achieve higher performance and perform operations that were previously impossible. According to Brzozowska-Rup, Nowakoska and Zdradzisz (2024), the migration to cloud computing is not only limited to the individuals and enterprises but is also extended to public institutions. In the same vein, cloud promotes not only the flexible and scalable provision of infrastructure and computing power but also cost reduction, professional services and on-demand management without the need to install or maintain software, guaranteeing timely software updates (Brzozowska-Rup et al. 2024). Mareinescu (2023) highlights that the resources of cloud services can be metered so that consumers are charged only for what they have used. More so, Amron et al. (2017) espouse that cloud has become a solution to the organisation in curbing the current economic situation, which is forcing every decision made by deciding not to harm the organisation. However, Ali et al. (2021) and Joshi, Islam and Islam (2017) argue that despite the myriad benefits offered by the cloud, many government organisations hesitantly adopt it because of reasons such as its infancy stage, lack of skilled IT officials, poor cooperation among departments, resistance to change by the civil servants, among others. In concurrence, Marwala (2021) supports that the public sector of South Africa has been hesitant to adopt cloud, compared to the private sector. Alkhater, Walters and Wills (2018) caution that it is imperative to comprehend the factors that motivate the private sector to adopt cloud technologies, whether technical or organisational, to improve how cloud technologies like cloud analytics can be adopted in the public sector. Twala and Kekwaletswe (2020) suggest that the main reason for cloud adoption lies on improved services, availability of services, ease of use and cost reduction. In the context of South Africa, Marwala (2021), Schofield and Abrahams (2015), and Shibambu (2024) established that the lack of IT infrastructure and supporting policies is attributable to delaying cloud adoption. South Africa faces many challenges such as poor IT infrastructure and the digital divide, which refers to the gap between access to cloud computing provided by the organisation and their client base (Al Mudawi, Beloff & White 2019). Shibambu and Ngoepe (2024) reveal that some public institutions that do not have policies rely on Vision 2030 and digital transformation roadmap to guide the emerging technologies. Ali et al. (2021) add that the adoption of cloud tends to be unsuccessful in the public sector because of a lack of realisation of citizenry’s requirements, the absence of project champions, to mention a few. Compared to the private sector, the public sector introduces IT projects reactively because of the bureaucracy and culture that exist in many public authorities (Ali et al. 2021). The reaction to some of the technologies is informed by the fact that IT companies timeously develop the enhanced technologies while the consumers are still comfortably using the old ones. For instance, to date, public records are predominantly and physically stored on government premises as per the provision of the National Archives and Records Services Act of 2002 (Shibambu 2024).
The challenge is not only in South Africa. Silva, Santos and Brito (2024) indicate that the ombudsman institutions in Brazil face challenges amidst the ongoing digital transformation. Modernising the public ombudsman institutions faces challenges such as infrastructure and service disconnection (Silva et al. 2024; Gill, Mullen & Vivian 2020). Conversely, in Asia, the Ombudsman of the Republic of Indonesia has adopted the e-government to connect with the public (Durachman et al. 2020; Karasoy 2015). In Europe the general legislation in Finland does not necessarily require public authority, such as ombudsman institutions to provide for digital services; however, this is reliant on the technical and preparedness of each authority and its resources (Pöysti 2018). Another developing country benefiting from cloud is Malaysia. Amron, Ibrahim and Bakar (2021) expound that Malaysia has implemented a cloud-based unified communication and collaboration services as an initiative to improve cloud technology in the public sector. To this point, the following channels have been integrated: electronic mail, live telecast calls, video conferences, instant messaging as well as transfer file systems.
Yusuf et al. (2023) explicate that the use of cloud computing for records management in the public sector is a crucial responsibility of preserving the legal rights of citizens and ensuring that the citizens are afforded a fair and equitable access to the services provided by the government. Toader et al. (2023) postulate that in the context of South Africa, the adoption of cloud services is lower in the public sector and pervasive in the private sector. Maluleka, Budree and Van Belle (2023) argue that despite the innovative information and communication technology (ICT) implemented at the South African Revenue Services, Smart Identification Documents, Electronic Tolls and the National Traffic Information Systems, the government still needs to do more in other justice, health and other sectors. For the purpose of this study, the implementation should transcend to public ombudsman institutions. This lack of widespread cloud adoption reflects the technological, environmental and organisational barriers to effective interaction between the public institutions and the citizens. That is the reason it is crucial to conduct this study to explore the progress made by the selected ombudsman institutions to manage records and information access in South Africa. Addressing such gaps is essential for the public ombudsman institutions so that they can decisively adapt to the digital era and help them to reduce the gap between the state institutions and the citizens. Sticking to the conventional practices is inefficient for the distant community and employees that work off-site. In context, this study focuses on the Office of the Military Ombud and IPID as they work closely with the security departments such as South African National Defence Force and Police Services, respectively. The research question leading to this study is: ‘What are the factors that hinder progress of cloud adoption at the selected public ombudsman institutions in South Africa?’ It is intended to explore the progress of cloud adoption to manage records and access to the selected public Military Ombud and IPID in South Africa. The study is organised as follows: theoretical framework, literature review, methodology, discussions, conclusion and recommendations.
Technological-organisation-environment theoretical framework
According to Ali et al. (2021) and Oliveira, Thomas and Espadanal (2014), it is imperative for a cloud adoption model to guide and support the state institutions to enhance the effectiveness and efficiency of their policy framework and innovate to provide better services for the citizens, business and many more government agencies through e-government. This study is underpinned by the technology-organisation-environment (TOE) framework, Figure 1, because of its resilience in technology adoption at an organisational level. Contrary to the technology acceptance model (TAM), diffusion of innovation (DOI) and theory of planned behaviour (TPB), Ullah et al. (2021) suggest that these theories lack organisational behaviour because they are reliant on understanding technology adoption at an individual level. Most research focused on individual level of technological and few limited to the organisations (Iqbal 2020; Oliveira & Martins 2011). Considering the roles played by the ombudsman institutions, this study is not interested in theories that address technology adoption from an individual perspective. Technology-organisation-environment theory has been used across different disciplines and contexts to prove its theoretical strength, empirical support and usefulness in investigating the readiness, adoption and deployment of various innovations. Ijab et al. (2019), who used the TOE framework in their studies, confirm that it has a strong theoretical basis, stable empirical support and the promise of applying it to other IS innovations. The TOE has been used by Li et al. (2020) to examine the factors that make remote work more successful in the form of support from governments and originations and technological competence of employees. Kim, Lee and Chung (2023) show that TOE has been used to implement the Metaverse, a virtual environment where people interact with avatars and communicate in real-time. Empirical and conceptual research that underpinned to TOE framework has not yet been conducted in the context of the ombudsman institutions in South Africa. Therefore, the TOE is suitable for this study because the decision to adopt and implement cloud computing within the ombudsman institutions is influenced by its three factors.
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FIGURE 1: Technology, organisation and environment. |
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Literature review
Technological factors
Technological factors refer to the existing and new technologies within the organisation. Twala and Kekwaletswe (2020) indicate that in South Africa, the organisations are looking into alternative technology like cloud as a way of saving on IT resources, freeing up existing resources and maintenance costs. Amron et al. (2017) highlight that the benefits derived from cloud computing contribute to its implementation. However, literature reveals that many public institutions in South Africa have not fully adopted emerging technologies, such as cloud computing to manage records (Shibambu 2024). This is also detrimental to remote working. Ng, Lit and Cheung (2022) state that the organisations require a substantial IT infrastructure to implement remote work because an IT infrastructure and its team-sharing tools are needed to quickly create connectivity in a top-down approach. Remote working is a product of cloud computing, and the public ombudsman institutions must be accessed virtually. According to Ali et al. (2021) and Liang et al. (2017), developed countries (the US, the United Kingdom, the European Union and Japan) and developing countries such as Thailand and Malaysia are making use of new technologies, for instance, cloud, to enhance efficiency and user satisfaction. Ali et al. (2021) allude that this is informed by the economic benefits such as cost savings that reduce IT infrastructure, decreased maintenance, decreased software upgrading and lower energy costs. Mell and Grance (2011) provide a commonly used definition of cloud, defined by the National Institute of Standards and Technology (NIST), as a cloud-based computing model that offers fast, convenient on-demand network access to and interaction with a shared bundle of computer resources that are configurable, such as networks, servers, storage, applications and services, that can be rapidly provisioned and released with minimal management effort or service provider interaction. Cloud provides organisations enabling choices pertaining to how to run infrastructures, save costs and delegate liabilities to third-party providers (Al-Ruithe, Benkhelifa & Hameed 2018; Rashid & Chaturvedi 2019). As indicated in Figure 2, cloud computing offers three service models that are known as software as a service (SaaS), platform as a service (PaaS) as well as infrastructure as a service (IaaS). Various authors such as Damali, Kocakulah and Ozkul (2021); Marinescu (2023); Alam (2020), Malik, Wani and Rashid (2018) as well as Amron et al. (2017) provide similar explanations of the three service models. Software as a service is considered the highest level of the cloud because all its services are offered by the cloud service. This service model completely relieves consumers from controlling the infrastructure, such as servers, storage, operating systems, to mention a few, except for the limited user-specific application configuration settings. Platform as a service allows the users to manage their applications and data. Infrastructure as a service has the infrastructure, such as servers, storage and networking, run by the providers. However, the list of service models is not exhaustive, as others can be found in cloud studies, while others are still developing. There are three types of cloud computing that the organisations can choose from, namely, public cloud, private cloud and hybrid cloud. According to Amron et al. (2017), Zhou, Zhang and Xiong (2017), and Damali et al. (2021), public cloud offers the shared services with all cloud consumers. The private clouds are used by the organisations that intend to enhance data security to which the clouds are exclusively catered for them. The hybrid cloud combines public and private clouds. According to Makelana, Kekwaletswe and Segooa (2022), its usefulness was noticed during the coronavirus disease 2019 (COVID-19) pandemic when employees remotely gained access to the working environment.
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FIGURE 2: National Standards and Technology Institute model of cloud. |
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Abd Al Ghaffar (2024) postulates that in the case of governments using cloud, concerns about data protection and national security are evoked. According to Abd Al Ghaffar (2024), one of the major challenges associated with cloud computing is data security. Marinescu (2023) indicates that cloud services can be affected by malicious attacks and failures of infrastructure, lightning, stability risk, among others. Mjoli, Eloff and Dlamini (2024) point out that because of security concerns associated with cloud, the private sector depends on internal controls to assess and determine if their cloud-hosted workloads and data are secure within the cloud space of which they also contend that it is neither a credible nor sustainable way to prove that data are secure in the cloud. In the context of public sector, Vu, Hartley and Kankanhalli (2020) argue that the fragmentation of the departments and lack of oversight on budget spending for projects that span the different departments are preventing the department from building a private government cloud. Khan, Ali and Nazir (2024) opine that cloud computing services such as file storage and big data analytics offer cost-effective, secure, flexible and sustainable services to their users. Iqbal (2020) notes that an adequately adopted cloud provides benefits to the organisations, for instance, unlimited computer power, easy access to data, lower IT expenditure and builds up a competitive advantage. Al-Ruithe, Benkhelifa and Hameed (2019) contend that striking a balance of availability with confidentiality and privacy is challenging. Malik et al. (2018) note that cloud computing offers consumers various capabilities, such as obtaining an extensive number of uses without the requirement for having a permit, buying, introducing or downloading any of these applications. Twala and Kekwaletswe (2020) suggest that the main reason for cloud adoption lies on improved services, availability of services, ease of use and cost reduction. Marwala (2021) and Shibambu and Ngoepe (2024) established that the lack of IT infrastructure and supporting policies is attributable to delaying cloud adoption. South Africa faces many challenges such as poor IT infrastructure and the digital divide, which refer to the gap between access to cloud computing provided by the organisation and their client base (Al Mudawi et al. 2019). Marinescu (2023) points out that organisations that have implemented cloud computing are relieved of supporting large IT teams, acquiring and maintaining costly hardware and software, and paying large electricity bills. This is in view that the cloud service provider performs the functions that were supposed to be rendered by the organisation. Cloud computing is surging in popularity given its affordability, scalability and security (Shankar et al. 2021). Nanos, Manthou and Androutsou (2019) suggest that cloud computing is one of the latest ICT innovations, offering many advantages and leading to the digital transformation of private and public sectors. According to Abd Al Ghaffar (2024), cloud computing provides a great solution to the governments that introduce massive computing and storage capabilities at a reasonable cost compared to traditional computing and storage methods. Further, Peretz-Andersson et al. (2021) suggest that the internet era of the last two decades has accelerated this development and made information sharing between individuals and organisations, as well as across nations, possible. Sallehudin, Razak and Ismail (2016) and Sallehudin et al. (2019) allude that several developed countries utilise cloud computing to increase effectiveness and efficiency in the public sector, thereby reducing costs. According to Twala and Kekwaletswe (2020), the South African organisations (public and private) can benefit from cloud technology where they can leverage its ability to provide flexible resources that are scalable to the needs of the organisations, which are accessible regardless of geographic location and time limit. Malik et al. (2018) mention that cloud computing minimises both running costs of computer and software, as it is unnecessary to have any infrastructure.
Abd Al Ghaffar (2024) postulates that in the case of governments using cloud, concerns about data protection and national security are evoked, which becomes a threat to cloud adoption. According to Abd Al Ghaffar (2024), one of the major challenges associated with cloud computing is data security. Marinescu (2023) indicates that cloud services can be affected by malicious attacks and failures of infrastructure, lightning, stability risk, among others. Vu et al. (2020) argue that the fragmentation of the departments and lack of oversight on budget spending for projects that span the different departments are preventing the department from building a private government cloud.
Environmental factors
The environmental factors are external factors that may influence the adoption of technology, such as regulatory framework, competitive pressure and industry pressure, which the organisation faces. The existence of a legislative framework improves confidence to adopt not just cloud but also the emerging technologies. According to Mohlameane and Ruxwana (2020), the lack of a cloud computing framework for public confidence regarding the adoption of cloud and efforts to improve competitiveness affects South Africa and Africa because it leads to slow adoption. Shibambu (2024) revealed that some public institutions that do not have policies rely on Vision 2030 and digital transformation roadmap to guide the emerging technologies. Maluleka et al. (2023) contend that even though there are existing notable success stories and investment in ICT infrastructure to roll out e-government and development of regulatory frameworks, the benefits have not been leveraged in two decades since the adoption of the e-government policy framework. Amron et al. (2019) mention that in countries such as Malaysia, where companies and governments are migrating their key IT processes to the cloud environment, the mix of crucial policy considerations has become clear, such as privacy laws to protect users’ data, access to robust, ubiquitous and affordable broadband. According to Alam (2019), standards and policies have been set in place since the emergence of grid computing to mitigate any threats and vulnerabilities that violate information security. Mjoli et al. (2024) emphasise that a legal and regulatory compliance perspective adds extra security assurance for cloud-hosted records. In addition, the state being responsible for the legislative framework should develop policies that promote the adoption of cloud computing to encourage organisations to invest in technology (Al Mudawi et al. 2019). Section 2 of the POPI Act regulates and legislates on the cross-border flows (Mjoli et al. 2024). Cloud computing challenges cannot be limited to data portability and interoperability, vendor lock-in, vertical integration and discrimination issues, cross-border data and jurisdictional challenges, as well as the lack of cloud computing standards (Scholtz, Govender & Gomez 2016). Organisations gain confidence when they embark on technologies that are protected by the state (Shibambu 2024).
A legislative framework should be developed in order to bring confidence to the users. Mohlameane and Ruxwana (2020) point out that the absence of a cloud computing policy framework to help build public confidence regarding the adoption and use of cloud computing services and to improve competitiveness not only affects Africa as a continent but also its states. However, Raaff, Wyne and Rothwell (2022) indicate that the government is in the process of developing a National Draft Policy on Data and Cloud Computing, which aligns with the existing policies, legislations and regulations that enable South Africans to realise the socio-economic value of data. This policy will address issues such as connectivity and access to data and cloud services, remove regulatory barriers and enable competition, implement effective cybersecurity, privacy and data and cloud infrastructure, to mention a few. According to Gilwald (2017), the lack of a national cloud computing policy framework has been identified as a barrier and explains the slow cloud computing adoption, more specifically in the public sector. The government needs to develop cloud policies and support them. Alshura et al. (2018) agree that supporting the regulatory environment is an essential factor in the adoption of innovation to be conducive to the achievement of the objectives laid down by the organisation. Al Hadwer et al. (2021) also explain that the government’s financial support is not enough of a driving force without top management support. Support and technical skills are key in cloud adoption. Ng et al. (2022) add that the employees should develop technical competence to complement cloud adoption.
Cloud computing legislation
This section explored the external and internal factors that influence records management and improved services at the Office of the Military Ombud and IPID of South Africa. Currently, some of the legislations are Electronic Communication and Transaction Act 2002 (ECTA) and National Archives and Record Service of South Africa Act (NARSA), being the primary legislation. These are some of the most crucial acts that state institutions can use in ICT-related matters and storage of records. Electronic Communication and Transaction Act 2002 provides for the facilitation and regulation of electronic communications and transactions, to provide for the development of a national e-strategy for the Republic; to promote universal access to electronic communications and transactions and the use of electronic transactions; to prevent abuse of information systems (ISs); to encourage the use of e-government services and to provide for matters connected therewith. The ECTA is necessary to be reviewed to include the regulations that appropriately address cloud computing (Mohlameane & Ruxwana 2020). The SITA Act provides for the establishment of a company that will provide IT, IS and related services to, or on behalf of, participating departments and, regarding these services, act as an agent of the South African Government; and provide for matters connected therewith. NARSA provides for the proper management and care of the records of governmental bodies, the preservation and use of a national archival heritage, and provides for matters connected therewith. Contrary to Shibambu and Ngoepe’s (2020) findings, the South African government does not have specific cloud legislation. Instead, one should use various pieces of legislation to come up with a cloud solution. However, these policy frameworks should be reviewed because some of them were viewed by Mohlameane and Ruxwana (2020) and Mkhatshwa and Mawela (2021) for the role they played in the emergence of cloud computing. According to Gillwald (2017), the regulatory, governance and legal uncertainties pose challenges that impact on confidence regarding the adoption and use of cloud computing. Cloud computing should have a standing legislation in order to promote confidence to the users to store records and provide improved services. Alshura et al. (2018) agree that the existence of legislation enhances the adoption of any innovation to be conducive in the organisation. Moreover, Mohlameane and Ruxwana (2020) and Mkhatshwa and Mawela (2021) point out that the absence of a cloud computing policy framework to help build public confidence regarding the adoption and use of cloud computing services and to improve competitiveness is not only negatively affecting South Africa but also Africa. As a result, records management is confined to government premises, while service provision also remains a face-to-face situation. This is because the lack of cloud computing stifles the public sector to take advantage of recent technology where clients can be reached using the cloud.
Organisational factors affecting cloud adoption
The success of an organisation depends on the managers of the organisation. Ng et al. (2022) opine that the support of senior management is crucial for overcoming the challenges and adapting to the new work mode. Twala and Kekwaletswe (2020) further suggest that the requirements for cloud adoption comprise regulations, selecting a right type of cloud service and model, staff competency and top management support. This shows that open-mindedness is crucial towards cloud adoption. Al Mudawi et al. (2019) and Myers and Witzler (2014) allude that the adoption of cloud computing is affected by the size of the organisation. Al Mudawi et al. (2019) maintain that small organisations tend not to adopt new technology, owing to limited resources and experience. Fehér and Szabo (2018) and Mohammed et al. (2017) accentuate that the extent to which organisations can exploit emerging technologies and absorb digital solutions determines the adoption of digital technologies. However, Sinni (2021) argues that this transition is more challenging for less developed digital organisations than for more advanced digital companies. With the use of digital transformation, organisations can transform their processes and cooperation with the clients or partners. It can be contended that the state agencies such the Military Ombud and IPID are small, but their services should be easily accessed across the country. Furthermore, Fehér and Szabo (2018) indicate that public service organisations are less threatened by the potential impact of disruptive technologies that increase competition in the market sector, given they are in a quasi-monopoly situation with no profit expectations. The key to the public sector is to enhance effective public service delivery and improve interaction with clients. Sinni (2021) adds that the implementation of the emerging technologies in the public sector is mainly motivated by different factors comprising the need for internal efficiency and the fulfilment of customer needs and expectations. The citizens would be better serviced from their geographic locations. However, it is pointed out that the impact of organisational size is one of the factors that have a crucial impact on the adoption of cloud computing (Al Mudawi et al. 2019). Ng et al. (2022) mention that companies promote remote work arrangements by providing their employees with the resources they need to conduct remote work effectively.
Research methods and design
This study used a scoping literature review (Daudt, Van Mossel & Scott 2013; Peterson et al. 2017; Pham et al. 2014). The four main reasons for using a scoping review, as alluded by Arksey and O’Malley (2005), are to examine the extent, range and nature of research activity; to determine the value of undertaking a full systematic review; to summarise and disseminate research findings as well as to identify research gaps in the existing literature. A literature search from the following databases – Science Direct and Springer – was conducted starting from 2018 up until 2024. The scoping review was a relevant method to answer the research question. The terms used in the search were ‘cloud adoption in the public sector’, ‘organisational factors affecting cloud adoption’ as well as ‘environmental factors affecting cloud adoption’. The mandatory steps that were followed in conducting a scoping review are as follows (Arksey & O’Malley 2005).
Firstly, the researcher presented a research question which sought to establish relevant articles that would address the question. The research question was, ‘What are the factors that hinder the progress of cloud adoption at the Military Ombud and IPID in South Africa?’ Secondly, 81 studies were identified and reviewed. The first session was primarily concerned with titles and abstracts that focused on the adoption of cloud computing in the public sector. All the articles that did not focus on cloud adoption were excluded. Thirdly, the relevant articles were selected and reviewed. Fourthly, the data from 13 studies were used in the section ‘Discussion’. See the flowchart used for the process of selection in Figure 3.
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FIGURE 3: Flow chart of manually selected articles. |
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Discussion
Technological factors
The technological factor generally revealed the progress made by the IT industry towards the improved way of storing information in a pervasive storage, cloud computing. Based on the reviewed literature, cloud reduces costs that the organisations used to spend on hardware, software, maintenance, electricity and others (Marwala 2021; Twala & Kekwaletswe 2020). The common themes that were repeatedly mentioned as challenges towards cloud adoption include cybersecurity risk, lack of skilled IT officials, poor cooperation among departments, resistance to change of the civil servants, digital divide and others (Abd Al Ghaffar 2024; Al Mudawi et al. 2019; Marwala 2021). Literature reveals that South Africa faces many challenges such as poor IT infrastructure and the digital divide, which refers to the gap between access to cloud computing provided by the organisation and their client base (Al Mudawi et al. 2019). This means even those who have devices capable of accessing cloud, it is likely that they might not access cloud-based information because of the inability to connect. In the context of South Africa, the private sector is viewed as the technology pathfinders as opposed to the public sector. According to the findings, the private sector is confident to have information stored in the cloud because it relies on internal assessment control to improve security measures (Mjoli et al. 2024). South Africa faces many challenges such as poor IT infrastructure and the digital divide, which refers to the gap between access to cloud computing provided by the organisation and their client base (Al Mudawi et al. 2019). The study revealed that technological progress in the private sector is wider than that of the public sector (Toader et al. 2023). It is believed that bureaucracy is another reason to delay cloud adoption in the public sector. Furthermore, the lack of the realisation of citizenry’s requirement has been identified as another hindrance towards cloud adoption (Ali et al. 2021). If the public institutions are led by lowly IT skilled managers, the possibilities of recognising the better ways that promote access of information to the people they serve might lead to overlooking the cloud adoption. It was also discovered that a lack of IT infrastructure hinders progress towards cloud adoption because this leaves the government with an option of entrusting records in the private sector, which is in disagreement with NARSSA Act. Twala and Kekwaletswe (2020) suggest that the main reason for cloud adoption lies on improved services, availability of services, ease of use and cost reduction. Furthermore, the study established that the developed countries have made huge strides in the realm of cloud adoption because they have enough resources as opposed to most developing states in Africa whose challenges are beyond cloud. According to the findings, the cloud consumers have minimal responsibilities to perform on the cloud because the cloud provider takes the responsibilities (Marinescu 2023).
Environmental factors
The environmental factors such as the policy framework play a crucial role in guiding the organisations’ practices, cloud adoption included. Literature reviewed suggests that the developed countries have standing policy framework for the emerging technologies. Al Mudawi et al. (2019) agree that the government should develop a national policy that promotes cloud adoption and encourages the organisations to invest in technology. According to the study, it was revealed that the government of South Africa does not have a cloud policy. This absence has a bearing on adopting cloud computing at the public ombudsman institutions in South Africa. In line with Raaff et al. (2022), the study established that the government of South Africa is developing a National Draft Policy on Data and Cloud Computing, which aligns with the existing policies in anticipation to capacitate the citizens to notice the socio-economic value of data. Should this draft policy be implemented, South Africa is likely to have made another step towards promoting access and reducing digital divide. According to the findings, the country of Finland permits the public ombudsman institutions to develop their own policies in order to regulate the technology that they want to use (Pöysti 2018). This is done without consulting the national office, but with reliance on and preparedness of the infrastructure. The existence of policy framework adds security to the technology usage. This is supported by Mjoli et al. (2024) who state that regulatory compliance adds extra security assurance for cloud-hosted records.
In the absence of explicit policy framework, it is difficult to consider cloud storage because it is not supported. Literature shows that policies are applied by organisations to persuade an increase in the adoption of IT innovations (Ng et al. 2022). Given the many threats that cloud storage faces, it is believed that a policy framework adds another layer of security. Literature supports that a legal and regulatory framework adds extra security assurance for the hosted records in the cloud and the organisation gains confidence if they adopt technologies that are protected by the state (Mjoli et al. 2024; Shibambu & Ngoepe 2024). However, literature shows that in Finland, adopting the emerging technologies is determined by the preparedness of the organisations (Pöysti 2018).
Recommendations
The purpose of this study was to investigate the progress of cloud adoption to manage records and information access at the selected public ombudsman institutions in South Africa. Based on the framework of the study, the lack of cloud adoption reflects the technological, environmental and organisational barriers to effective interaction between the public institutions and the citizens. It is crucial for the government to develop the IT infrastructure in order to adopt cloud computing. Cloud computing provides versatility to consumers because they have a choice to scale down or up the cloud models and cloud services based on the budget. Given that cloud computing is provided by the private sector, the government should not be concerned about security attacks, as it is the responsibility of the service provider. The government can be concerned with developing the legislative framework and regulations for data protection, which lead to national security of state records while hosted by the cloud service provider. On the organisational factor, it is imperative to allow the state institutions to be led by managers who will introduce innovative ways to take the organisation to higher levels. More so, when the cloud is adopted, it is recommended to equip employees with digital skills so that they can interact with cloud computing seamlessly. Based on the study, the requirements for a successful cloud adoption comprise IT infrastructure, cloud model, cloud service, staff competency, management support and policy framework. Therefore, the study concludes the following:
- Develop IT infrastructure to complement cloud adoption.
- In the absence of a government cloud, it is crucial to hire the cloud service provider.
- If the government is less confident about cloud service providers, it should develop stringent internal controls to enhance security of information.
- The government must expedite the development of cloud legislation as it is considered an additional security to information.
- The managers and employees must be digital literate as a way of enhancing versatility in the continuous changes of the emerging technologies.
Conclusion
Even though this study focused on selected ombudsman institutions in the public sector within South Africa, the insight extends to all organisations that seek to improve their performance through cloud adoption. The study contributes to the consideration of practical tools to aid necessary innovation in the public sector. Future studies can use participatory research so that they work closely with the staff.
Acknowledgements
Competing interests
The author declares that they have no financial or personal relationship that may have inappropriately influenced them in writing this article.
Author’s contribution
A.S. is the sole author of this research article.
Ethical considerations
This article followed all ethical standards for research without direct contact with human or animal subjects.
Funding information
This research received no specific grant from any funding agency in the public, commercial or not-for-profit sectors.
Data availability
The data supporting the findings of this study cannot be shared as it is sensitive government information and could compromise the privacy of research participants.
Disclaimer
The views and opinions expressed in this article are those of the author and are the product of professional research. It does not necessarily reflect the official policy or position of any affiliated institution, funder, agency or that of the publisher. The author are responsible for this article’s results, findings and content.
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